Job Description
Handle a high volume of inbound requests by phone, chat, and email
Become an expert in Clio's features and functionality and communicate the additional value Clio provides
Troubleshoot technical product issues, reproduce issues, and coordinate resolutions with Technical Escalations, Product, and Customer Success teams
Handle varied inquiries, provide guidance and needs-based solutions, and proactively identify customers' next challenges
Coach users to leverage self-serve resources and group training opportunities
Identify customers suited for additional products or services and connect them with the appropriate team
Capture product feedback for the Product team
Own personal development and growth opportunities
Requirements
Confidence in connecting with a wide range of people and working with customers of all skill levels and personality types
Excitement about finding new and complex problems to solve
Tech-savviness and excitement to learn new platforms
Strong verbal communication skills and ability to express yourself clearly, concisely, and empathetically
Patience, compassion, and understanding
Curiosity to continuously improve and learn
Ability to multitask and prioritize in a fast-paced environment
Excellent writing skills and professional tone with little to no grammatical or spelling errors
Self-driven attitude and willingness to take initiative to grow skills
Fun, outgoing,



and engaging personality with ability to work as a cohesive team
Customer focus and eagerness to build a career helping clients succeed
Experience with web-based/SaaS applications
Familiarity with Zendesk or similar CRM software
Familiarity with legal or other professional service industries
Flexibility and openness to evening and night shifts
Proficiency in Google Suite and Microsoft Office
Proficiency in Windows and/or Mac operating environments
Core Competencies
Demonstrates expertise in Clio's features and functionality while effectively troubleshooting technical issues and providing needs-based solutions.
Excels in customer communication, multitasking, and leveraging web-based applications to enhance client success.
Highest-signal resume keywords
Customer Focus
Technical Troubleshooting
Verbal Communication Skills
Experience with SaaS Applications
Familiarity with Zendesk
ATS Optimization Keywords
Hard Skills
Technical Troubleshooting
Experience with SaaS Applications
Proficiency in Google Suite
Proficiency in Microsoft Office
Proficiency in Windows Operating Environment
Proficiency in Mac Operating Environment
Soft Skills
Robust Verbal Communication Skills
Patience
Compassion
Curiosity
Self-Driven Attitude
Industry Keywords
Legal Industry
Professional Services
Tools & Technologies
Zendesk
Clio
Web-Based Applications

📌 Customer Support Specialist, Apac (New South Wales)
🏢 Jobtailor
📍 New South Wales